ICS Access Issues (NNF 2015/056)

Well what an interesting week last week was for many members as to their inability to access the ICS system to undertake clearances. While the Australian Customs and Border Protection Service (ACBP) posted certain information on the ICS Cargo Support, these were of little value to those members who were not able to connect or operate within the ICS. No details were provided as to the reasons for the interruptions, ways to overcome some of the issues, or any timeline as to correction of the problem. Calls to the ACBP Helpdesk from member clearly demonstrated that those on the Helpdesk did not understand the issue or appropriate ways and means for rectification.

The situation was not helped by this lack of understanding by the ACBP as well as some commentaries by parties in industry that the ICS problem had been rectified.

Your Association continued to press the issue as it was aware, from members as well as from its own investigative work ,that  as early as Monday 18 May, t the issue was connected with ACBP licence renewals in the ICS. This was eventually confirmed by the ACBP on 21 May when it stated that  this was the first time that it had undertaken the licence renewal process in the ICS since the Customs Connect facility was introduced in September 2012 (bearing in mind that licence renewals are on a three-year cycle). 

The ACBP subsequently advised that it was continuing to work with its IT specialists for a permanent fix and in the interim had suspended the renewal of licences in the ICS. The ACBP also advised that it had "manually restored access to a number of impacted clients" and was, at that time, currently contacting clients who had logged a request with them to confirm if there are any outstanding issues in relation to their connectivity..

There was, of course, the aspect of not one size fits all as to members inability to connect, and while some were easy to resolve others were more significant, and the ACBP continued to encourage clients  (and for the CBFCA and its members)  to contact CI&SC (which  by Friday last week were fully conversant with the manner and form  as to how to respond to issues) if they had any unresolved issues  in relation to this matter.  The CI&SC had been instructed to escalate issues  as a matter of urgency.

The CBFCA understands that a limited number of contingency releases have been undertaken by the ACBP, and it continues to work to ensure the resolution of all of the client issues as to entry creation, payment, and authority to deliver, which it has been made aware of.

In this regard, the CBFCA again references for members’ attention the issue as to compensation for any loss incurred, whether that be for container detention and storage, client issues or other costs. The ACBP had been advised by your Association as to these compensatory matters and it had  concurred that this issue has been noted and any duly supported claim as a result of the system issues will be considered.

In the world of IT, as members will be aware, what can go wrong will go wrong however, in relation to this matter earlier ACBP intervention, acknowledgement of the problem and more robust communication from the ACBP not only to users of the ICS but also to the CBFCA as the peak industry association may have helped in their client interface, their understanding of client problems and  the eventual resolution. The oft used commentary that it was on the Web or that an ICS Cargo Support notice had been sent out really did not suffice.

The next ACBP challenge of course will be ensuring that all licensed  individual and corporate customs brokerages are updated in the ICS by 30 June 2015!